Summary
Overview
Work History
Education
Skills
Timeline
Generic

Constance Gowins

Deland,FL

Summary

Dynamic professional with a proven track record at Truist Bank, specializing in customer experience enhancement and operational efficiency. Excelled in educating clients on financial options, significantly improving client satisfaction. Skilled in data analysis and adept at fostering positive client relationships. Demonstrates exceptional problem-solving and communication abilities, driving team productivity and performance.

Overview

14
14
years of professional experience

Work History

HOME PERSERVATION SPECIALIST (Mortgage)

Truist Bank
03.2021 - 12.2024
  • Followed all company policies and procedures to deliver quality work.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.
  • Devised and implemented processes and procedures to streamline operations.
  • Gathered, organized and input information into digital database.
  • Ensures requests for mortgage assistance are executed and questions resolved
  • Educates clients on home preservation options and foreclosures
  • Applying problem-solving skills and using communication skills to deliver high-quality service
  • Kept abreast of communications, and understanding changes to processes
  • Participating in internal activities and initiatives designed to improve the client experience during hardships

Escalations Specialist, Compliance

Truist Bank
01.2018 - 03.2021
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Recommended, selected and helped locate and obtain information and service based on customer requests.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Promptly responded to inquiries and requests from prospective customers.
  • First-line teammate support * Teammate lower lead *
  • Client De-escalation and follow-up
  • Applying problem-solving skills and communication skills to deliver high-quality service

Client Service Representative

Truist Bank
11.2010 - 01.2018
  • Coordinated with operations staff to resolve service problems and boost client satisfaction.
  • Maintained accurate record-keeping with proactive attention to client information updates.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Collaborated with other departments to develop ways to increase customer satisfaction.
  • Utilized active listening skills to identify customer needs and provide appropriate solutions.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Trained new personnel regarding company operations, policies and services.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Investigated and resolved accounting, service and delivery concerns.
  • Maintained up-to-date knowledge of product and service changes.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Promptly responded to inquiries and requests from prospective customers.
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Responded proactively and positively to rapid change.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Identified and resolved discrepancies and errors in customer accounts.
  • Delivered prompt service to prioritize customer needs.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Cross-trained and backed up other customer service managers.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.

Education

GED -

DEPARTMENT OF ED
New York, NY
09.1991

Skills

  • Education & Social Services Conduct training for personnel
  • Financial Services Analyze financial data, collect overdue bills, examine financial documents to verify issues, maintain account records, and note discrepancies in financial records
  • General Skills Advise clients or customers, answer customer or public inquiries, communicate technical information, conduct or attend staff meetings, consult with customers concerning needs, fill out business or government forms, maintain records, reports, or files, maintain relationships with clients, make decisions, obtain information from clients, customers, or patients, obtain information from individuals, provide customer service, retrieve files or charts, schedule meetings or appointments, type letters or correspondence, use computers to enter, access or retrieve data
  • Legal & Protective Services Explain government rules or policies, follow police or emergency radio regulations, and use knowledge of investigation techniques
  • Management & Office Services Confer with customer representatives, confer with other departmental heads to coordinate activities, determine customer needs, explain government laws or regulations, explain rules, policies or regulations, explain work orders, specifications, or work techniques to workers, maintain production or work records, monitor worker performance, recommend improvements to work methods or procedures, supervise clerical or administrative personnel, use telephone communication techniques, write business correspondence
  • Service & Sales Collect deposits or payments, resolve customer or public complaints, and use industry terms or concepts

Timeline

HOME PERSERVATION SPECIALIST (Mortgage)

Truist Bank
03.2021 - 12.2024

Escalations Specialist, Compliance

Truist Bank
01.2018 - 03.2021

Client Service Representative

Truist Bank
11.2010 - 01.2018

GED -

DEPARTMENT OF ED

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